Service: the Heart of hospitality


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Service: the Heart of hospitality

  1. 1. Service: the Heart of hospitality<br />
  2. 2. Objectives <br />Explain why customers are important to the hospitality business <br />Describe the needs that hospitality businesses satisfy<br />Explain the importance of quality service<br />Describe the two types of hospitality employees<br />List the six characteristics of customer-focused employees<br />Indentify the 11 critical moments in customer service<br />Explain the importance of good communication skills<br />Describe methods of handling customer complaints<br />
  3. 3. Service<br />Is an activity that is done for another person<br />Hospitality – Satisfying people’s needs<br />Customer Service is the total customer experience with that business<br />Performance of staff<br />Courtesy of the staff <br />The cleanliness of the property <br />Way they are treated<br />
  4. 4. Customers <br />Someone who purchases products or services from a business<br />Guests – a customer who purchases products or services from a hospitality business.<br />Customer = main reason for hospitality industry<br />No customers = NO business = NO PROFITS<br />Who are the customers:<br />Anybody and everybody<br />Diverse – languages, background, disabilities, height, shape, special needs<br />Best way to understand people – empathy – the ability to put yourself in someone else’s shoes and know how that person feels<br />Empathy – figure out what customer needs<br />
  5. 5. Customer Needs<br />As a table,<br />List some customers needs when they are away from home.<br />
  6. 6. Customers’ needs<br />Hungry = food<br />Hot/thirsty = drink<br />Tired = a place to sleep<br />People need more than good food, cold beverages or a comfortable place to sleep<br />Welcome<br />The quality of feeling welcome is often more important that the quality of the food or the comfort of a hotel room<br />Hospitality satisfies both physical & psychological needs of customers<br />Abraham Maslow – ranked human needs in order from most basic to high<br />
  7. 7. Satisfying customer needs<br />Customer satisfaction – the positive feeling customers have about a business that meets their needs<br />How is it achieved – training employees in the art of customer service<br />Quality service – service that meets or exceeds customer expectations<br />Treated w/dignity & respect<br />Honest money transactions<br />Honesty in menus<br />Quality service = KEY establishing & maintaining a success business <br />
  8. 8. What do you think customers frequently complain about<br />Cleanliness & attractive appearance of facilities & grounds<br />Employees who respond quickly to requests<br />Employees who anticipate customer needs <br />
  9. 9. Consistent service<br />Consistent quality service – providing the same good service & products to customers each & every time they come to your business<br />Key to success<br />Depends on PEOPLE – interactions between customer & staff member - service encounter <br />Building blocks<br />Happens before, during and after<br />1st encounter = 1st impression <br />Fail or succeed depending on quality of service<br />
  10. 10. The importance of service quality<br />Why is it so important???<br />Talk<br />Word-of-mouth publicity – informal conversation people have about the experiences with a business<br />One of the major ways we find out a business<br />90% + unhappy customers will do not return & will tell at least 9 people<br />Flip side = Positive people = FREE publicity <br />
  11. 11. Hospitality employees<br />Two groups<br />Front-of-the-House<br />The area that guests usually see<br />Back-of-the-House<br />Area that guest normally do not see<br />Heart-of-the-house<br />Restaurant - <br />Front-of-the-House employees<br />Main function is to interact with customers<br />Back-of-the-house employees<br />Work rarely involves interacting w/customers <br />
  12. 12. Front of & Back of the House employees <br />Are front of the house employees the only ones that need to worry about customer???<br />NO<br />All employees are responsible for making sure customers receive the best service possible<br />Customer focused<br />All interactions makes an impression<br />1stRequirement of quality service<br />Sincere desire to please the customer<br />Picture to the left a BIG NO – NO <br />
  13. 13. Customer-FOCUSED EMPLOYEES<br />Quality service – customer doesn’t have to ask for anything – it’s there!!<br />Customer-focused employee – an employee who can anticipate customer needs<br />Make immediate eye contact<br />They have good posture<br />Smile warmly<br />Respond quickly to requests<br />Use the customer’s name whenever possible<br />Clean & well groomed<br />
  14. 14. Learning target<br />Critical moments & handling customers<br />Handouts <br />Grade Back-of-the House & Front-of-the house gradebook<br />
  15. 15. Customer focused employees<br />Eye contact<br />Make eye contact as soon as the he/she enters<br />Often, as you open the door for the customer<br />Eye contact – shows a willingness to serve!<br />Communicates that you are giving customer your TOTAL attention<br />Posture<br />Important trait for all<br />Employees that customers see should pay particular attention<br />Head – up<br />Do not stare at the ground or off in space<br />Avoid slumping or stooping back <br />Face – interested & lively, not bored <br />Project an attitude of enthusiasm <br />Smile <br />Part of the uniform<br />Warm smile – respect & readiness to serve, friendly, shows enjoyment of job<br />
  16. 16. Customer focused employees<br />Respond Quickly<br />Respond quickly<br />Attitude – positive & business like<br />Response – competency, concern for customer & willingness to help<br />Customer’s Name<br />When possible<br />Restaurants – waiting list – names to be seated<br />Bell attendants – front desk <br />Feel important & welcome – likely to return to business <br />Well Groomed<br />Hospitality image – made by the staff<br />EXTREMELY important <br />Uniforms regulations <br />
  17. 17. Critical Moments <br />All service encounters – important <br />Certain ones have a greater impact on customer satisfaction<br />Critical moment – time when the customer’s experience makes a bigger impact on customer satisfaction than at others<br />There are 11, as a table can you name them<br />
  18. 18. Critical Moments <br />Phone calls<br />Guests form an impression based on the way a person answering the phone treats them<br />Rude – no business<br />The building entrance <br />Set the theme<br />Dirty – place is dirty <br />People will not enter<br />Employees inspect the parking lot, sidewalks, lobby, plants, etc<br />You cannot fix the problem – tell someone who can<br />Spotless – good impression<br />The greeter<br />First person guest sees<br />Greeting – formal part of the job <br />Good Greeter:<br />Open the door <br />Greet all guests w/in 30 seconds<br />“I will be right with you”<br />Make all guest feel valued<br />
  19. 19. Critical Moments <br />The wait<br />NOBODY likes to wait<br />Reality<br />Greeter – pleasant or not<br />“Please wait to be seat” sign – no greeter – guest often nervous, uncertain<br />See a guest acknowledge guest with a smile and a “hi, I will be right with you”<br />Waiting list – sell the wait – nice, warm friendly smile, collect information, how long the wait and what they can do in the mean time<br />The table or hotel room<br />Physical aspects =BIG impression <br />Check for cleanliness <br />Restaurant – check table – sturdy, rocks – menus – clean<br />Hotel – room – clean – smells good- proper spot<br />The busser & servers<br />Bussers<br />Removes extra place servers & brings water<br />Know food & beverage just as well as the server<br />Servers <br />Spend more time w/guests than any other<br />Strive to create a good experience<br />Know everything about the menu<br />Acknowledge all guests<br />Beverage order – 1st minutes<br />Learn names <br />Recommend <br />Check appearance <br />
  20. 20. Critical Moments <br />The manager<br />Business cannot be managed from an office <br />Should try to greet all guest<br />Watch faces as they receive and eat food<br />Frequently walk the lobby<br />Eye contact<br />Introduce self<br />The arrival of food<br />How long did it take<br />Looks appetizing<br />Have necessary condiments been brought<br />Check back within 2 bites, not minutes – is food ok<br />Ask if they need anything else<br />The restroom<br />Clean, well stocked, <br />Checked every 30 minutes<br />Plumbing problems – engineering dept<br />Clean it<br />
  21. 21. Critical moments <br />The check or bill<br />sit in restaurants for hours, but when they are ready to leave, they ARE ready to leave<br />Some will bring the check then disappear – not good<br />After delivering the check, take a few steps – look back see if guests are ready to pay – if not – return in 2 minutes<br />Hotels – checkout – critical – guests packed, ready to leave<br />Check out – smooth & quickly<br />Ask pleasant stay???<br />Confirm if bill is okay<br />Can offer to make reservations for another stay<br />Automated checkout – smoother & faster <br />The good bye <br />last critical moment <br />Positive last impressive<br />Smile, thank them for their visit <br />Invite them back<br />SMILE <br />
  22. 22. At your table:<br />Out of the 11 critical moments which are the top 5 critical moments that your table agrees upon <br />
  23. 23. Customer relations techniques<br />Communication Skills<br />Crucial for every employee<br />Begins @ top<br />Managers – rules, standards & other info.<br />Front-of-the-house – must communicate effectively w/customers & w/coworkers to make sure things run smoothly<br />Back-of-the-house – each other & outside supplier to create a smooth & efficient operation<br />
  24. 24. Communication<br />Verbal<br />Tone of voice & way you speak<br />Proper grammar – not slang<br />NEVER use profanity<br />Never discuss one customer w/another or coworker<br />Written<br />Food servers – orders<br />Front desk staff – enter information into system<br />Nonverbal <br />Facial expressions, hand gestures, posture, eye contact<br />Look away – impatience or annoyance <br />Ignore them – “we don’t care” attitude, not important<br />Should convey warmth & concern <br />
  25. 25. As an individual<br />Using written communication, write how you would handle a customer complaint.<br />
  26. 26. Handling customer complaints<br />Will Always be<br />Key – RESOLVE complaints to customer satisfaction<br />Seven techniques <br />Can you name them???<br />
  27. 27. Handling customer complaints<br />Listen w/empathy<br />Try to understand & feel, see from their point<br />Most cases, they want someone to listen, understand, help<br />APOLOGY – “I am so sorry”<br />Allow customer to vent<br />Allow them time to<br />Evaluate everything carefully<br />Separate yourself from complain<br />Be supportive<br />Express your concern & support<br />Let me mad, let talk<br />Helpful to take notes – forms – customer heard – business keep track<br />Do not blame someone else<br />Avoid placing blame & making excuses<br />They don’t want to hear it<br />Discussion – what should and is going to be done<br />Your fault – own up to it & APOLOGIZE <br />
  28. 28. Handling customer complaints<br />Have a positive attitude<br />Express positive attitude about the customer & the relationship with the business<br />Do not be negative<br />Offer solutions<br />Offer one or more<br />None acceptable – ask what will it take<br />Important – know company’s policies <br />Agree on solution<br />Follow through<br />Personally – make sure it is carried out correctly & quickly<br />Handled poorly – never see them again <br />Handled positively – you may have a loyal customer <br />